"Customer Service, 4/e" by Lucas features how-to topics for the customer service professional. It covers the concepts and skills needed for success in business careers, including listening techniques, verbal and nonverbal communication, and use of technology. Emphasis is given to dealing with customer service problems and how to handle conflicts and stress. Insights and tips are also provided for customer service supervisory personnel
Complete Guide to Federal and State Garnishment provides much-needed clarity when the federal and state laws appear to conflict. You'll find plain-English explanations of the laws and how they interact, as well as the specific steps you and your staff need to take to respond to the order properly. Numerous detailed examples and mathematical calculations make it easy to apply the law under different scenarios. Written by Amorette Nelson Bryant, who was recently appointed by the Uniform Law Commission as an observer for the Drafting Committee on a Wage Garnishment Act and was a past chair of both the APA GATF Child Support Subcommittee and Garnishment Subcommittee, Complete Guide to Federal and State Garnishment brings the payroll professional up-to-date on the latest federal and state laws and regulations affecting this ever-changing area. It is your one-stop source for answers to critical questions, such as: Does the amount exempt from garnishment change when the minimum wage goes up? How do I determine the wages to which the garnishment applies? If an employee is subject to more than one garnishment, which has priority? Which state's rules do I use when I receive a child support order sent from another state? State or federal law - which applies for creditor garnishment and support? Are there alternatives to remitting withheld child support via EFT/EDI? How do I handle garnishments when employees are paid a draw against salary? Previous Edition: Complete Guide to Federal and State Garnishment, 2018 Edition, ISBN 9781454884255¿
The Complete Guide to Human Resources and the Law will help you navigate complex and potentially costly Human Resources issues. You'll know what to do (and what not to do) to avoid costly mistakes or oversights, confront HR problems - legally and effectively - and understand the rules. The Complete Guide to Human Resources and the Law offers fast, dependable, plain English legal guidance for HR-related situations from ADA accommodation, diversity training, and privacy issues to hiring and termination, employee benefit plans, compensation, and recordkeeping. It brings you the most up-to-date information as well as practical tips and checklists in a well-organized, easy-to-use resource. The 2019 Edition provides new and expanded coverage of issues such as: The Supreme Court held in March 2016 that to prove damages in an Fair Labor Standards Act (FLSA) donning/doffing class action, an expert witness' testimony could be admitted Tyson Foods, Inc. v. Bouaphakeo, 136 S. Ct. 1036 (2016). Executive Order 13706, signed on Labor Day 2015, takes effect in 2017. It requires federal contractors to allow employees to accrue at least one hour of paid sick leave for every 30 hours they work, and unused sick leave can be carried over from year to year. Mid-2016 DOL regulations make millions more white-collar employees eligible for overtime pay, by greatly increasing the salary threshold for the white-collar exemption. Updates on the PATH Act (Protecting Americans From Tax Hikes; Pub. L. No. 114-113. The DOL published the "fiduciary rule" in final form in April 2016, with full compliance scheduled for January 1, 2018. The rule makes it clear that brokers who are paid to offer guidance on retirement accounts and Individual Retirement Arrangements (IRAs) are fiduciaries. In early 2016, the Equal Employment Opportunity Commission (EEOC) announced it would allow charging parties to request copies of the employer's position statement in response to the charge. The Supreme Court ruled that, in constructive discharge timing requirements run from the date the employee gives notice of his or her resignation--not the effective date of the resignation. Certiorari was granted to determine if the Federal Arbitration Act (FAA) preempts consideration of severing provisions for unconscionability. Previous Edition: Complete Guide to Human Resources and the Law, 2018 Edition ISBN 9781454884309
When doing a DR drill, have you found the run book to be out of sync with the current configuration? How many man-hours can be recovered through effective configuration management? Do you need a new release, version or patch level of the software? Is the service usage appropriate to capacity? Defining, designing, creating, and implementing a process to solve a challenge or meet an objective is the most valuable role… In EVERY group, company, organization and department. Unless you are talking a one-time, single-use project, there should be a process. Whether that process is managed and implemented by humans, AI, or a combination of the two, it needs to be designed by someone with a complex enough perspective to ask the right questions. Someone capable of asking the right questions and step back and say, 'What are we really trying to accomplish here? And is there a different way to look at it?' This Self-Assessment empowers people to do just that - whether their title is entrepreneur, manager, consultant, (Vice-)President, CxO etc... - they are the people who rule the future. They are the person who asks the right questions to make Software Change and Configuration Management investments work better. This Software Change and Configuration Management All-Inclusive Self-Assessment enables You to be that person. All the tools you need to an in-depth Software Change and Configuration Management Self-Assessment. Featuring 965 new and updated case-based questions, organized into seven core areas of process design, this Self-Assessment will help you identify areas in which Software Change and Configuration Management improvements can be made. In using the questions you will be better able to: - diagnose Software Change and Configuration Management projects, initiatives, organizations, businesses and processes using accepted diagnostic standards and practices - implement evidence-based best practice strategies aligned with overall goals - integrate recent advances in Software Change and Configuration Management and process design strategies into practice according to best practice guidelines Using a Self-Assessment tool known as the Software Change and Configuration Management Scorecard, you will develop a clear picture of which Software Change and Configuration Management areas need attention. Your purchase includes access details to the Software Change and Configuration Management self-assessment dashboard download which gives you your dynamically prioritized projects-ready tool and shows your organization exactly what to do next. You will receive the following contents with New and Updated specific criteria: - The latest quick edition of the book in PDF - The latest complete edition of the book in PDF, which criteria correspond to the criteria in... - The Self-Assessment Excel Dashboard - Example pre-filled Self-Assessment Excel Dashboard to get familiar with results generation - In-depth and specific Software Change and Configuration Management Checklists - Project management checklists and templates to assist with implementation INCLUDES LIFETIME SELF ASSESSMENT UPDATES Every self assessment comes with Lifetime Updates and Lifetime Free Updated Books. Lifetime Updates is an industry-first feature which allows you to receive verified self assessment updates, ensuring you always have the most accurate information at your fingertips.
Target the schools that best match your interests and goals! TheComplete Book of Collegesprofiles all of the four-year colleges in the U.S. (more than 1,600!) and is the key to a successful college search. Complete Book of Collegesis packed with all of the information that prospective applicants need to know, including the details on: ·Academics ·Admissions requirements ·Application procedures ·Tuition and fees ·Transferring options ·Housing ·Financial Aid ·Athletics …and much, much more! Fully updated for 2010, theComplete Book of Collegescontains all of the latest information about each school. Its unique “Admissions Wizard” questionnaire is designed to help you find schools that meet your individual needs. With competition for college admission at an all-time high, count on The Princeton Review to provide you with the most thorough and accurate guidance on the market.
This engaging text takes an evenhanded approach to major theoretical paradigms in evaluation and builds a bridge from them to evaluation practice. Featuring helpful checklists, procedural steps, provocative questions that invite readers to explore their own theoretical assumptions, and practical exercises, the book provides concrete guidance for conducting large- and small-scale evaluations. Numerous sample studies—many with reflective commentary from the evaluators—reveal the process through which an evaluator incorporates a paradigm into an actual research project. The book shows how theory informs methodological choices (the specifics of planning, implementing, and using evaluations). It offers balanced coverage of quantitative, qualitative, and mixed methods approaches. Useful pedagogical features include: *Examples of large- and small-scale evaluations from multiple disciplines. *Beginning-of-chapter reflection questions that set the stage for the material covered. *"Extending your thinking" questions and practical activities that help readers apply particular theoretical paradigms in their own evaluation projects. *Relevant Web links, including pathways to more details about sampling, data collection, and analysis. *Boxes offering a closer look at key evaluation concepts and additional studies. *Checklists for readers to determine if they have followed recommended practice. *A companion website with resources for further learning.
This new edition of Complete Guide to Sport Education contains everything your students need to get—and keep—children active. Regardless of skill or confidence level, your students will learn how to get children to work together, support each other, and gain competence in sport and fitness skills so that they can stay moving now and throughout their lifetime. The Sport Education model is appropriate for various dance forms and recreational activities such as swimming, weightlifting, and other fitness programs such as aerobic routines and hiking. The text for this groundbreaking Sport Education curricular model has expanded to 12 chapters, is updated throughout, and offers even more practical examples and real-world applications from both elementary and secondary levels: • A new emphasis on using the Sport Education model to help students reach national goals for physical activity, including outside of class time • Review of the findings from more than 50 research studies that examine the efficacies of the Sport Education model • More online teacher resources—including ready-to-use forms, plans, assessments, charts, and handouts A few examples of new resources include a series of team practice cards that teachers and team coaches can use to plan practices, and templates that allow teachers to choose among several game-play performance indicators (techniques and tactics, rules and strategies, fair play, and so on). The resources make it easy for professors to use this text in college methods and curriculum courses. Authors Daryl Siedentop, Peter Hastie, and Hans van der Mars provide a perfect blend of rock-solid theory and practical application for a wealth of games, sports, and fitness activities. Through their Sport Education model, children quickly become involved in all aspects of a sport or activity, learning skills, sportsmanship, and responsibility. The curriculum helps students develop as leaders and as team players. And as they learn to become true players and performers, they become more competent and confident—thus leading to the likelihood that they will continue being active after school, on weekends, and as they grow. This second edition of Complete Guide to Sport Education will help school programs meet national physical activity guidelines and the national physical education standards established by NASPE. It contains everything that future physical education teachers need in order to implement an effective program. With its greater emphasis on activity and fitness, its expanded resources, its relevance and freshness, and its practical approach, Complete Guide to Sport Education, Second Edition, is just what your students need to point children in the direction of healthy, active lifestyles.
Complete Guide to Federal and State Garnishment provides much-needed clarity when the federal and state laws appear to conflict. You'll find plain-English explanations of the laws and how they interact, as well as the specific steps you and your staff need to take to respond to the order properly. Numerous detailed examples and mathematical calculations make it easy to apply the law under different scenarios. Written by Amorette Nelson Bryant, who was recently appointed by the Uniform Law Commission as an observer for the Drafting Committee on a Wage Garnishment Act and was a past chair of both the APA GATF Child Support Subcommittee and Garnishment Subcommittee, Complete Guide to Federal and State Garnishment brings the payroll professional up-to-date on the latest federal and state laws and regulations affecting this ever-changing area. It is your one-stop source for answers to critical questions, such as: Does the amount exempt from garnishment change when the minimum wage goes up? How do I determine the wages to which the garnishment applies? If an employee is subject to more than one garnishment, which has priority? Which state's rules do I use when I receive a child support order sent from another state? State or federal law - which applies for creditor garnishment and support? Are there alternatives to remitting withheld child support via EFT/EDI? How do I handle garnishments when employees are paid a draw against salary? Previous Edition: Complete Guide to Federal and State Garnishment, 2019 Edition, ISBN 9781454899921
What is the one thing that all businesses depend on? Customers. What could be more important, then, to your organization's enduring success than a solid, well-planned and executed customer service strategy--a philosophy and culture that show customers that they are the reason you are in business in the first place? As this book reveals, we are all in the business of serving customers, whether they be external or internal to your organization. It therefore behooves each of us to understand and practice the principles of service excellence. Managing Service Excellence is a comprehensive guidebook for creating and maintaining a customer-centric organization. Through chapters focusing on specific skill sets, real-world examples, and review questions, this book details how to create a satisfied customer and keep them for life. In clear, accessible language, Crutcher covers every aspect of service--from effective planning, communication, teaming, and coaching strategies, to managing change, strengthening critical thinking and problem-solving skills, and leveraging customer feedback to drive business improvement and innovation. With extensive experience in C-level and higher education roles, Crutcher helps us understand what customers really want and need, what drives their individual behavior, and how to best customize our service approach accordingly. In a world where technology is constantly changing the business landscape, this book serves as a timeless resource on the fundamentals of customer service. There will never be a substitute for the competitive advantage that integrity, competence, and relationship-building provide. As Crutcher writes, "If you build it, they will come" may work in the movies, but in real life, success requires a consistent effort in the field of customer service. Managing Service Excellence provides the keys.
The definitive guide on fund and asset managers worldwide Fund Managers: The Complete Guide is an all-encompassing overview of fund and asset managers around the globe. The only comprehensive guide on the subject, this book covers both the fund manager and the market as a whole while providing insights from current and future fund managers and leaders in the technology industry from the UK, EU and US. Focused examination of the fund managers and their investors – the categories of manager, the asset classes they participate in, how they are using technology and their views on the market – complements a wider survey of the market that includes upcoming changes to regulation, taxation and political shifts in the Western world. The asset management industry continues to undergo significant changes that rise from the Global Financial Crisis and its recovery, the recent technology boom and political fluctuations that have altered the way business is conducted in financial markets around the world. Questions concerning China and Asia’s rise, Trumpian influence in America and post-Brexit UK-EU relations underscore the contemporary relevance of Fund Managers: The Complete Guide to current and future discourse within the industry. This important volume: Explains worldwide roles, purposes and operations of asset managers including how local culture influences their strategies Examines different types of assets and asset-management strategies Investigates the influence of macroeconomic and political factors such as governance and regulation, international taxation, anti-globalisation and populism Illustrates the impact of technology and its disruptive products and players Describes the different types of investor investing in the managers’ funds and how they view the industry Future-gazes over the ten years and beyond for the industry Fund Managers: The Complete Guide is the authoritative resource for anyone who requires an overview of the asset management industry and up-to-date insights on current and future trends and practices. The book also complements the author’s earlier work Funds: Private Equity, Hedge and All Core Structures.
